Ticketing is the way that a help desk records the actions that are taking place on each incident they are working with. The process has been developed over many years and most companies work in a very similar way.
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For a company that provides a support service to another company, your biggest asset is always your staff. Your employees are the people that will be the first point of contact and the global representatives of your service so you need to ensure they are skilled,
When a customer calls the help desk, 99.9% of the time, he or she isn’t looking for an afternoon chat; they need help with something that the help desk is paid to fix. In order to give that help efficiently, the help desk agent needs to be proficient on call handling.
A fundamental part of any help desk is the system that shows how the desk is working. The monitor will usually show everybody how many help desk agents are logged in, how many calls the help desk has taken and whether the desk is
What is FCR? An FCR is an abbreviation for First Call Resolution. Some help desks may use a slightly different term but it means the same thing everywhere;